Soft skills
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The document discusses soft skills important for customer service interactions. It defines soft skills as the way one speaks to customers, including tone of voice, language used, and clarity. Soft skills aspects covered include willingness, intonation, active listening, pace, politeness, interest building, acknowledgment, personalization, empathy, ownership, greeting with a smile, speaking with energy, being clear, introducing oneself, acknowledging customers positively, not interrupting, apologizing when needed, assuring best assistance, and keeping customers engaged. The goal is to understand and learn about soft skills parameters.
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The document defines soft skills as SAT (skills, abilities, traits) that are relevant to a person's personality, attitude, and behavior. Soft skills like communication, presentation skills, interpersonal skills, teamwork, leadership, and networking are important. Communication involves proficiency in spelling, grammar, and delivering visual presentations. Presentation skills include planning, preparing, and delivering messages. Interpersonal skills involve respecting others, differing opinions politely, and working in teams. Leaders must trust themselves, stay positive, share responsibility, and continuously learn.
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COMMUNICATION SKILLS - DEFINE , COMMUNICATION PROCESS, ADVANTAGES AND DISADVANTAGES , HOW TO DEVELOP COMMUNICATION SKILLS, 7C'S OF EFFECTIVE COMMUNICATION, DO'S AND DONT'S IN DEVELOPING COMMUNICATION SKILLS, TOOLS TO DEVELOP COMMUNICATION SKILLS, SCHOOL LIFE VS COMMUNICATION SKILLS, CARRIER LIFE VS COMMUNICATION SKILLS, PERSONAL LIFE VS COMMUNICATION SKILLS, MARRIAGE LIFE VS COMMUNICATION SKILLS, SOCIAL LIFE VS COMMUNICATION SKILLS. QUICK STORY ABOUT COMMUNICATION SKILLS
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8328958814SATTA MATKA SATTA FAST RESULT KALYAN TOP MATKA RESULT KALYAN SATTA MATKA FAST RESULT MILAN RATAN RAJDHANI MAIN
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2024 Slides: Sales Productivity: A Deep Dive into Daily Success
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ChartMogul Sales Deck Example - SaaS payment analytics
ChartMogul Sales Deck Example - SaaS payment analytics
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8328958814SATTA MATKA SATTA FAST RESULT KALYAN TOP MATKA RESULT KALYAN SATTA ...
Soft skills
- 3. Objective By the end of this session, you will be able to understandBy the end of this session, you will be able to understand Soft Skills Parameters of Soft Skills
- 4. Soft Skills The way you speak to a customer, in terms of the language you use, your tone and clarity of voice are often referred to as the ‘Soft Skills’.
- 5. Soft Skills
- 6. Softer Aspects Willingness willing is used to describe someone who does something fairly enthusiastically and because they want to do it rather than because they are forced to do it.
- 7. Intonation intonation is variation of spoken pitch that is not used to distinguish words…Instead it is used for a range of functions such as indicating the attitudes and emotions of the speaker, signalling the difference between statements and questions Softer Aspects
- 8. Active Listening Softer Aspects Active Listening is required to understand, interpret and evaluate what they heard.
- 9. Pace / Speed The pace of your call is the speed at which the call has been taken, it should not be as fast that customer is not able to understand and also not as slow that customer disconnects the call Softer Aspects
- 10. Softer Aspects Politeness who is polite has good manners and behaves in a way that is socially correct and not rude to other people
- 11. Softer Aspects Interest Building If you have an interest in something, you would want to learn or hear more about it. If something interests you, it attracts your attention so that you want to learn or hear more about it or continue doing it.
- 12. Softer Aspects Acknowledgment If you acknowledge a fact or a situation, you accept or admit that it is true or that it exists. Acknowledging customer makes him feel that you are listening and accepting his situation
- 13. Softer Aspects Personalization If you personalize an argument, discussion, idea, or issue, you consider it from the point of view of that individual, it gives an extra edge to the conversation, individual feels delighted and motivated that he/she is been heard
- 14. Softer Aspects Empathy Empathy is the ability to share another person's feelings and emotions as if they were your own
- 15. Softer Aspects Ownership Ownership of something is the state of owning it, that I am the custodian and I would not give up until I resolve this
- 16. Softer Aspects What we need to remember – While taking calls Greet with Smile Talk with energy and enthusiasm Be clear in your conversation Tell your name and company name very clearly Acknowledge positively Don’t interrupt and let customer speak Apologise if required Assure customer that best possible assistance we would provide Keep on engaging customer while navigating systems
- 17. Keep Smiling….
- 18. Let’s Paraphrase
- 19. Let’s Paraphrase
Editor's Notes
- Karm karo fal ki ichha mat karo
- Karm karo fal ki ichha mat karo
- Modulation,Accent